Award-Winning Service

Transcription

1 Award-Winning Service Safelite s Service Awards Updated February 2013 Service to Our Customers. 1to1 Media Customer Champion, 2011 Safelite AutoGlass President and CEO Tom Feeney was named among the eminent list of 1to Customer Champions. The award was judged by the 1to1 Media (a publication dedicated to customer service strategy) editorial team, Temkin Group's Bruce Temkin and to1 Customer Champion Liliahn Johnson, director of fan development for the NBA, both experts on customer experience. Angie s List Super Service Award Angie s List Super Service Award is an honor bestowed annually on approximately 5 percent of all the businesses rated on the nation s leading provider of consumer reviews. Safelite s recognitions include: 2010 (9 markets) 2011 (31 markets) 2012 (17 markets) Best in Biz Awards, The Best in Biz Awards is the only national business awards program judged by members of the press and industry analysts. Safelite AutoGlass earned the Silver in the Customer Friendly Category in both 2011 and CIO 100, 2011 Every year, CIO Magazine recognizes 100 companies for innovative I.T. Safelite AutoGlass was listed in 2011, highlighting the company s customer-focused technology. Consumers' Choice Award The Consumers Choice Award, established in 1986, identifies and promotes business excellence utilizing a unique survey that asks consumers to choose the best of their city. Respondents are randomly selected from both the local business community and the general public. Based on the criteria of value, professionalism, service and any other issue they may wish to consider, respondents are asked to select the company that most merits the Consumers Choice Award for customer satisfaction. The survey was conducted by Survey Sampling International, a global leader in consumer based studies. Safelite s Consumers Choice Awards include: Atlanta (2011, 2012) Columbus (2010, 2011, 2012) Dallas (2011, 2012) Houston (2012) Customer Experience Excellence Award, 2012 Safelite AutoGlass won a Customer Experience Excellence Award, recognizing its customer experience transformation efforts and results. The award is presented by Temkin Group, a leading market research and consulting firm that helps organizations improve their customer experience, and judged by five noted customer experience experts. CX Innovation Award Finalist The Customer Experience Professionals Association (CXPA), an international non-profit organization created to guide and enhance the growing field of customer experience management, launched its CX Innovation Awards in 2012, in which Safelite AutoGlass was a finalist in the employee engagement category for its Putting People First to Achieve Customer Delight entry.

2 Global Call Center of the Year Award: 2011 Runner-Up The International Customer Management Institute strives to recognize call centers around the world that most embody call center excellence. Each year, the elite selection committee chooses the best-of-the-best to honor the call center's success with our highly coveted Global Call Center of the Year Award. In 2011, Safelite AutoGlass was the runner-up. International Service Excellence Award, 2011 Safelite AutoGlass was recognized for its world-class focus on customer service with the prestigious 2011 International Service Excellence Award in the large company category. Tom Feeney, who was named Safelite s president and CEO after 20 years of service at the company, also earned the CEO of the Year award. PHH Alliance Partner Award, 2012 The power of partnership was illustrated at PHH s Second Annual Alliance Conference held June The conference brought together approximately 60 of PHH s supplier representatives, including Safelite to discuss strategies for enhancing the customer experience and strengthening collaboration between premier partners and PHH. During the event, PHH presented a 2012 Alliance Partner Award to Safelite. Stevie Awards Stevie Awards are conferred in four programs: The American Business Awards, The International Business Awards, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service. Honoring organizations of all types and sizes and the people behind them, the Stevie Awards recognize outstanding performances in the workplace. They are judged by volunteer executives worldwide. To date, Safelite AutoGlass has earned the following Stevie Awards: 2013 Stevie Gold Award for Sales & Customer Service: Back Office Customer Service Team of the Year Safelite Solutions claims and network management team (including Alliance Claims Solutions ) earned the Gold award Stevie Bronze Award for Sales & Customer Service: Customer Service Manager of the Year Safelite s Las Vegas General Manager earned the Bronze award American Business Award Bronze: Customer Service Team of the Year Safelite AutoGlass s Boise market earned this recognition for its outstanding Net Promoter Scores, which were Safelite s highest NPS in 2011 for all four quarters Stevie Gold Award for Sales & Customer Service: e-commerce Team Safelite AutoGlass was presented with a Gold Stevie Award in the e-commerce category for making it easy for customers needing windshield repair or auto glass replacement to get online quotes and schedule appointments Stevie Silver Award for Sales & Customer Service: Customer Service Leader of the Year Safelite's National Vice President of Contact Center Operations Brian O'Mara received the 2012 Stevie Silver Award for Sales & Customer Service in the Customer Service Leader of the Year category Stevie Award for Sales & Customer Service: Best Use of Technology Safelite AutoGlass was presented with a 2011 Stevie Award in the Best Use of Technology in Customer Service category for its Technician Profile and appointment confirmation, a unique approach to customer safety and security American Business Award: Customer Service Department of the Year Safelite AutoGlass s executive services team won the customer service department of the year award at the 2010 American Business Awards. This elite team of devoted customer advocates is empowered to do whatever it takes to make the customer experience a positive one. Members of this team are promoted from the ranks of other customer service areas of the business after showing an aptitude for consistently delighting customers with more challenging service issues.

3 World Trade 100: Alliance Awards Sponsored by World Trade 100, the top news site for U.S. manufacturers, wholesalers and retailers regarding logistics and supply chains, the Alliance Award was designed to recognize excellence in supply chain performance resulting from the close cooperation and collaboration of supply chain partners. In 2012, the inaugural Alliance Award year, Safelite won in two categories: Warehousing: Safelite was honored for overhauling its supply chain function to increase part availability, accuracy and quality. Safelite purchases glass parts from all over the world. The company must deliver those parts to its 475 store locations and 170 mobile pros in all 50 states so that the right glass part can be at the right place at the right time often within 24 hours of when the customer called to schedule a service appointment. Using sophisticated planning tools, Safelite mapped out a new hub and spoke warehouse system. As a result, the company has improved part availability by 70%. This in turn improves customer satisfaction. Sustainability: More than 8 million windshields are replaced in the U.S market each year, or 287 million pounds of non-biodegradable waste. Previously, windshields have not been recycled widely because of the difficulty in separating the glass and inner polyvinyl butyral (PVB) plastic layers. Safelite partnered with Shark Glass Recycling North America to not only recycle windshields on a national level, but to repurpose the material for a realistic use. Once Shark Glass recycles the glass and PVB that make up the windshields, the materials are provided to manufacturers who repurpose them for a variety of goods, such as carpeting, fiberglass, insulation, paint / primer, and plastic products. Once the program is rolled out to all Safelite locations, the company expects to save roughly 15,000 to 20,000 tons of windshield material going to landfills every year. Service to Our People. American Business Award: HR Executive of the Year The American Business Awards are the nation s premier business awards program. Safelite Senior Vice President of Human Resources and Operations Steve Miggo was named the Gold-level Human Resources Executive of the Year in the 2012 American Business Awards SM. Safelite AutoGlass believes engaged employees leads to a culture of customer service. Miggo joined Safelite AutoGlass in He is a key driver behind Safelite s cultural transformation, achieved through the People First strategic initiative, which involves maximizing people from talent development to employee engagement. Best in Biz Awards 2012 The Best in Biz Awards is the only national business awards program judged by members of the press and industry analysts. Safelite AutoGlass earned the Gold HR Department of the Year award in 2012 for its People First initiative. Better Business Bureau Torch Award for EthicalEnterprising Safelite AutoGlass was recognized for strong business ethics by the Central Ohio Better Business Bureau s Center for Character Ethics, which honored the company with a 2012 Torch Award for EthicalEnterprising. The Torch Award is judged by a panel of experts using six criteria: 1) Leadership Commitment to Ethical Practices, 2) Communications of Ethical Practices, 3) Organizational Commitment to Ethical Practices, 4) Organizational Commitment to Performance Management Practices, 5) Organizational Commitment to Ethical HR Practices, and 6) Organizational Commitment to the Community.

4 Best Places to Work Columbus: The Best Places to Work program from Business Journals is open to any company or organization with a central Ohio office with at least 10 full-time employees. Applications are handled through Quantum, which administers a survey to employees with about 30 questions regarding their work environments. Safelite AutoGlass has been among Business First of Columbus annual Best Places to Work award in 2008, 2009 and Iowa: Alliance Claims Solutions TM, Safelite s provider of claims management services for small to mid-sized insurance companies, has been recognized by the Des Moines Register among the 2012 Top Places to Work in Iowa. The company, which is a wholly owned subsidiary of Safelite Solutions, ranked No. 14 in the small company category. Phoenix: The Best Places to Work program from Business Journals applications are handled through Quantum, which administers a survey to employees with about 30 questions regarding their work environments. Safelite AutoGlass ranked No. 15 in the Phoenix Business Journal s annual Best Places to Work award in North Carolina: Safelite AutoGlass was a Best Employers in North Carolina 2013 winner by the Business North Carolina magazine, ranking No. 7. South Carolina: The annual Best Places to Work in South Carolina program from the South Carolina Chamber of Commerce and SC BIZ Magazine is dedicated to identifying and recognizing South Carolina s most innovative and top-notch employers. It is considered the standard for workplace achievement and creativity in South Carolina. Safelite AutoGlass employs approximately 159 people in South Carolina. A randomized selection of those employees completed a workplace survey as part of the award process. In 2012, Safelite ranked No. 6 in the large company category. Entrepreneur of the Year Award, 2012 Ernst & Young honored Safelite AutoGlass President and CEO Tom Feeney with the 2012 Entrepreneur of the Year Award in South Central Ohio and Kentucky in the turnaround category. The awards program was created by Ernst & Young in 1986 to honor entrepreneurs whose ingenuity and perseverance have created and sustained successful, growing business ventures. Honorees were selected from more than 150 nominations by a panel of independent judges. The Entrepreneur of the Year program recognizes business leaders in more than 140 cities in more than 50 countries throughout the world. Regional award winners are eligible for consideration for the Ernst & Young National Entrepreneur of the Year program, which will be announced on Nov. 17, HR Excellence Award Safelite AutoGlass was recognized for its outstanding HR programs, including its employee wellness program, led by Donna Gibson, director of benefits, and its online professional learning program, led by Natalie Crede, vice president of talent management. Both earned a 2012 HR Excellence Award from Columbus CEO, the city s premiere magazine for professionals, judged by a committee of local executives and HR leaders. Good Works Award: Safelite AutoGlass has found unique ways to inspire wellness and tie it to community involvement and charitable giving. Just one example is the Safelite Challenge, an annual event where participants register for a weight loss contest and a 5K fun walk or an individual or team relay duathlon or triathlon. Participants must raise a minimum donation, which goes to support Afrika Tikkun, a nonprofit supporting the development of orphans in AIDS stricken African communities. Last year, employees helped raise more than $300,000 in the Safelite Challenge. Cutting-Edge Award: Recognized by a leading international e-learning provider for best-in-class usage, Safelite was awarded for its e-learning platform, ilearn, within an overall talent management strategy. ilearn is a go-to portal on the company intranet to house all career growth and development information including internal job postings, career path information, tips for building personal development plans, along with e-learning courses through the selected provider.

5 Smart Leader Award, 2012 Tom Feeney, president and CEO of Safelite AutoGlass, was named a 2012 Smart Leader by Smart Business Network in collaboration with the Columbus Chamber of Commerce. The annual award program is designed to honor local company leaders who are setting the pace for growth in the Columbus business community. Workforce Management Optimas Award, 2012 A leading HR magazine, Workforce Management, recognized Safelite AutoGlass for its People First initiative with the 2012 Optimas Award. Launched in 2009, People First places heavy emphasis on driving business results through an obsessive focus on having talented people who are inspired to deliver great results. Service to Our Community. Corporate Caring Award Business First of Columbus Corporate Caring Awards honor for-profit companies for their financial contributions, volunteer and board service and other unique contributions to Columbus' charities and nonprofit organizations. Safelite AutoGlass is routinely ranked as a finalist ( ). Awards include: 2012 Education Category award 2008 Arts Category award 2001 Health and Human Services award Manufacturing Leadership 100 Award Frost & Sullivan's Manufacturing Leadership Council honored Safelite Glass Corp. in the 2013 Manufacturing Leadership 100 (ML100) Awards in the Sustainability category. The ML100 Awards honor companies that are shaping the future of global manufacturing. Safelite Glass Corp. was recognized for its windshield recycling program and efforts to reduce its carbon footprint. Ohio Cancer Research Star Award 2012 Tom Feeney, president and CEO of Safelite AutoGlass, was honored along-side Ohio Attorney General Mike DeWine and his wife Fran during a special Star Award Gala, on June 14, 2012, by the Ohio Cancer Research Associates. Both were recognized for their civic and philanthropic contributions as well as support of Ohio Cancer Research Associates. The event raised $150,000 with 340 people in attendance. Pillar Award for Community Service The Pillar Award for Community Service, sponsored by Medical Mutual of Ohio and Smart Business, recognizes companies, business leaders and nonprofit executives for their commitment to strengthening the bond between the for-profit and nonprofit worlds. In addition Medical Mutual S.H.A.R.E. Award distinguishes one company each year that best exemplifies employee-driven community service, philanthropy or volunteerism. Safelite AutoGlass has received: 2013 Medical Mutual S.H.A.R.E. Award 2012 Pillar Award for Community Service 2011 Pillar Award for Community Service 2011 Medical Mutual S.H.A.R.E. Award -END-